Social CRM:

Managing Customer Engagement Using Social Media and CRM

3-Day Executive Program • October 10-12, 2012

Customers want to be engaged, not simply managed. Social CRM facilitates that engagement by combining the influence and reach of social networks with traditional CRM systems. It extends the traditional focus of CRM from operational customer management to collaboration and customer engagement.

Instructors

Dr. Dilip Soman

Corus Chair in communication strategy, a professor of marketing and a senior fellow of the Desautels Center for Integrative Thinking™ at the Rotman School of Management, University of Toronto.